Customer Service Advisor

Customer Service Advisor – Belfast Better Customer Service Centre    We are looking for full-time Customer Service Advisors (40 hours per week). Full-Time salary up to £25,028 per annum based on 40 hours per week, paid monthly.    Three week rolling rotation  Week one - Monday to Friday 8am to 4.30pm including 30 minutes unpaid lunch break  Week two - Monday to Sunday 8am to 4.30pm including 30 minutes unpaid lunch. You will work six days this week, including Saturday and Sunday.  Week three - Monday to Thursday 12.45-9.15 (with one of those days off), Friday 9.45-6.15, including 30 minutes unpaid lunch break    About GLL   With more than 250 leisure centres hosting a range of facilities and activities and over 11,000 staff working to serve more than 58 million visitors a year, GLL’s position as a sport and leisure charitable social enterprise is why we continue to grow from strength to strength: working in partnership with local authorities, public agencies, sporting organisations and local communities across the UK. At the centre of our organisation supporting our leisure centre customers, is our Customer Service Centre; a team of highly energised, results-driven and passionate individuals who strive to exceed rather than meet customer expectations at the telephone and by email.    What do we offer?  • Regular engagement activities  • Work-life balance  • Market-leading pension scheme  • Reward and recognition  • Weekly team meetings  • Daily huddles  • On-site yoga  • Centre activities e.g. surf and slide, football, laser tag, active reality, etc  • £16 gym and leisure centre membership (potentially dropping to £11 after completion of probationary period)  • 6.2 weeks annual leave  • Employee Assistance programme  • Westfield Health and the Wisdom app  • Better Extras  • Better On Demand  • 20% discount on Spa Experience treatments and products  • Ride to work scheme  • Refer a friend scheme  • Free eye tests  • Uniform provided  • Discounted apartments in Portugal and Bulgaria  • Shifts published well in advance to help you plan  • Three-week induction plan  • Career progression and development opportunities    Location: Based at Lanyon View, Belfast. Excellent transport links, Bus and G1 Glider route and close proximity to Lanyon Place Train Station.  Our Opening Hours:  Monday -Thursday 8am-9:15pm  Friday – 8am-6:15pm  Saturday and Sunday – 8am-4:15pm    Induction and Training:  You will receive a three-week full-time, interactive induction training programme including visits to our leisure facilities, systems and process training and soft skills training. Full attendance is required to complete the induction training.    About You  As a self-motivated, results-driven individual who has excellent verbal and written communication, you’ll have a real passion for delivering the best service you can by listening and supporting customers who are in need of help or advice. You’ll enjoy working in a fast-paced environment where every day is different and get a real buzz about providing solutions. You will already be used to going the extra mile and delighting customers, always striving for the highest level of first contact resolution and quality assurance.    Your Responsibilities  Connect with customers at the telephone, via email, and via web chat; always ensuring that customer requests are dealt with professionally and courteously by listening patiently, empathising with the customer and demonstrating a real desire to help and support. Make the most of each interaction, using the opportunity to identify customer needs and find solutions, ensuring you put the customer at the heart of the process and maintain strong quality output. Take ownership for your own performance, always challenging yourself to be the best you can be and being proactive around your own development and growth.    Your experience and attributes will include  • Minimum of GCSE or equivalent in English and Maths  • Passionate about service – always looking to deliver the best possible service you can at every opportunity.  • Minimum of 12 months' experience in a face-to-face customer service environment, retail, hospitality or within a contact centre, within the last three years.  • Strong verbal and written communication skills.  • Great listening skills supported by a warm, friendly and confident manner.  • Computer literacy.  • Flexible approach to tasks and workload.  • Eligibility to work in the UK.  • Availability to complete full-time induction.  • A can do, proactive approach.  • Aligned with our core values.  • Kindness and compassion.